Supervisory Patient Representative (Veteran Experience Program Manager)
The incumbent serves as the Veteran Experience Program Manager with the primary purpose to enhance the Veteran's experience. The incumbent will participate in the development and documentation of long and short-range planning efforts, and will be closely involved in the development of the annual VAPHS Strategic Plan. The incumbent is responsible for reviewing long- and short-range plans, resource projections, priorities, and justifications. Incumbent makes recommendations on specific customer service and advocacy projects with organizational-wide impact. Participates in planning efforts that can be undertaken within existing resource level and advises on the impact of efforts that require additional resources. Coordinates the preparation of and is a chief contributor to the reports and other presentations on their program planning and evaluation. Leverages subject matter expertise to assist the VA Central Office's Veteran Experience Office (VEO) in the development and tailoring of national-level Veteran Experience-related initiatives, including but not limited to nationwide implementation planning of Veteran Experience tracking and analysis systems. Also provides assistance and consultation to VACO VEO staff regarding trends and courses of action relative to patient concerns/issues. The incumbent will develop long- and short-term goals, including those associated with the VAPHS strategic plan, and be responsible for the successful completion of projects/initiatives assigned to this program. The incumbent carries out Equal Employment Opportunity policies and program activities. The incumbent serves as the liaison between the healthcare system, Veterans, employees, and the community regarding the patient experience, patient rights and advocacy. The incumbent will maintain a clear communication between the Veteran population, employees and facility leadership. The incumbent will be responsible for supporting proactive training initiatives including customer service, New Employee Orientation and any related employee education. Incumbent will provide organization-wide oversight to any initiatives or activities related to Veteran satisfaction, including but not limited to the GetWell Network or similar interactive patient care system (IPCS). The incumbent will act as Chairperson of the Veteran Customer Service Committee, responsible for developing and evaluating initiatives which improve service delivery in care and administrative areas throughout the healthcare system. The incumbent will also act as Co-Chairperson of the Veteran Centered Care Committee responsible for incorporating Veteran centered care and Whole Health principles into the daily operations of VA Pittsburgh HCS. Additionally, the incumbent will act as the Co-Chairperson of the Organizational Health Council, charged with coordination and oversight of the organizational health-related initiatives occurring throughout the healthcare system in order to promote greater employee engagement and satisfaction. Incumbent serves as the Medical Center liaison and primary supporting manager to the Veteran Advisory Board (VAB) in order to incorporate the voice of the customer into the strategic plan of VAPHS, foster regular dialogue between VA Pittsburgh HCS managers and the customers they serve, and through this dialogue create a culture of accountability to Veteran stakeholders. Through these efforts, the incumbent serves as the primary change agent to orient the healthcare system around managing operations for optimization of Veteran Experiences, and ensuring that a framework is in place to ensure the inclusion of Veteran input into decision making bodies throughout the system. Work Schedule:
8:
00am-4:
30pm, Monday-Friday Compressed/Flexible:
Not Available Telework:
Conditionally offered as ad hoc Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Patient Representative (Veteran Experience Program Manager)/PD005800 Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Bargaining Unit:
This is not a Bargaining Unit position. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/22/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Serves as the liaison between the healthcare system, Veterans, employees, and the community regarding the patient experience, patient rights and advocacy Performs complex analysis of patient complaint and satisfaction data as required to develop customer service strategies and plans. The incumbent explains entitlements to the Veteran and their families and assists Veterans, their families and representatives, and employees in recognizing the need to remove institutional barriers to ensure optimum health care is delivered to Veterans. Plans, assesses, develops, implements and evaluates the overall customer service response to a health care program5) The incumbent oversees the daily operation of a health care program, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. You will be rated on the following Competencies for this position:
Analytical ReasoningCommunicationsInterpersonal SkillsOrganizational Performance AnalysisVeteran and Customer Focus Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary with long periods of sitting at a desk, working with computers daily. Some work may require walking in offices and similar areas for meetings. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. The work does not require any special physical effort. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
8:
00am-4:
30pm, Monday-Friday Compressed/Flexible:
Not Available Telework:
Conditionally offered as ad hoc Virtual:
This is not a virtual position. Position Description/PD#:
Supervisory Patient Representative (Veteran Experience Program Manager)/PD005800 Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Bargaining Unit:
This is not a Bargaining Unit position. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/22/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Serves as the liaison between the healthcare system, Veterans, employees, and the community regarding the patient experience, patient rights and advocacy Performs complex analysis of patient complaint and satisfaction data as required to develop customer service strategies and plans. The incumbent explains entitlements to the Veteran and their families and assists Veterans, their families and representatives, and employees in recognizing the need to remove institutional barriers to ensure optimum health care is delivered to Veterans. Plans, assesses, develops, implements and evaluates the overall customer service response to a health care program5) The incumbent oversees the daily operation of a health care program, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates. You will be rated on the following Competencies for this position:
Analytical ReasoningCommunicationsInterpersonal SkillsOrganizational Performance AnalysisVeteran and Customer Focus Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is primarily sedentary with long periods of sitting at a desk, working with computers daily. Some work may require walking in offices and similar areas for meetings. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. The work does not require any special physical effort. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$79,003 to $102,709 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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